De-escalation Techniques

 

 

 

 

1. Ask open-ended questions

2. Model positive behavior

3. Never physically square off someone

4. Use non-threatening body language

5. Stay engaged less than 10 seconds in each instance

6. Give choice or expectation, then walk away

7. Listen to why they are angry

8. Speak softer when the person raises their voice

9. Allow to have whatever time is needed to calm down

10. Put yourself on the same physical level as that person